We are looking for a committed and competent IT Service Desk Agent to become the new member of our Global IT Service Desk team in Manila. We are looking for a professional, responsible and self-reliant individual to help our Global IT Service Desk team in Avaloq which requires close collaboration with all IT team members and users worldwide.
Your key tasks
- Serve as the first point of contact for end users seeking technical assistance over the phone, email, and tickets
- Fixing the problems identified by users
- Capture and conduct progressive incident analysis and remediation of incidents
- Support end users via tickets, phone, email, and remote access
- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders
- Documentation of systems, procedures and processes
- Processing IT service requests and managing the request fulfillment process
- Provide accurate information on IT products or services
Requirements
- 5 years of work experience as an IT Service Desk Analyst or comparable role
- Experience in providing 1st level support
- Experience with various Microsoft Windows client and server operating systems
- Experience with Microsoft 365 products (Office365, SharePoint, Teams, Exchange Online, etc.)
- Experience in Active Directory administration as IT service desk
- Good understanding of computer systems, mobile devices and other tech products
- Highly proficient in managing ticket SLAs
- Working experience in a global context is a plus
- Knowledge of ITIL Incident Management best practices
- It would be a real bonus if you have
- Highly proficient in spoken and written English
- High level of initiative
- Joy of learning
- Structured and goal-oriented way of working
- Strong organizational skills and process-oriented thinking
- Service-oriented team player/Service oriented mentality
- Exceptional analytical and problem-solving skills
- Advanced collaboration, communication, and interpersonal skills
- Excellent organizational and time management skills
Avaloq
Avaloq is a leading provider of wealth management technology and services for financial institutions worldwide.
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